Zargham Khalid

I co-founded Prexiam to build an IT support experience that Melbourne businesses actually value. With a Master of Computer Networking and Network Security from Charles Sturt University, I bring technical understanding to service desk operations that goes beyond basic ticket management. As Service Desk Manager, I run our helpdesk — from incident triage and SLA management to team coordination and client onboarding. I ensure every support interaction meets the response targets we commit to and that documentation is maintained to a standard that survives staff changes. Consistent, well-documented support is what separates a good MSP from a forgettable one.

What do I do at Prexiam?

As Co-Founder and Service Desk Manager, I own the support experience for every Prexiam client. That means managing our helpdesk team, maintaining SLA compliance, triaging incidents by priority, and ensuring every ticket is tracked from creation to resolution.

I also lead client onboarding — the process of transitioning a new business onto our platform. Onboarding sets the tone for the entire relationship, so I make sure it is thorough, well-communicated, and completed without disruption to the client’s staff.

What is my background?

I hold a Master of Computer Networking and Network Security from Charles Sturt University, which gives me the technical foundation to understand the environments we support and the issues our clients face. That background means I can assess incident severity accurately, route tickets to the right engineer, and identify patterns that indicate underlying problems.

I co-founded Prexiam because I saw too many MSPs treat service delivery as an afterthought. Missed SLAs, poor communication, and undocumented environments create frustration that no amount of technical skill can overcome. Prexiam’s service desk is built on process, documentation, and accountability.

What do I specialise in?

My focus areas are:

• Service desk operations — Structuring helpdesk workflows, managing ticket queues, and maintaining consistent response quality across all clients
• SLA management — Defining, measuring, and reporting on service level targets including 15-minute critical acknowledgement
• Incident triage — Classifying incoming requests by priority and routing them to the right engineer with the right context
• Client onboarding — Running the discovery, documentation, and transition process that brings new businesses onto our managed IT platform

I work closely with every client during their first month to ensure the transition to Prexiam is smooth and that their team knows exactly how to reach us when they need support.